Telephone Operator

About the role

The Telephone Operator works in the Rooms Division, Front Office & Guest Services department of a hotel in Doha, Qatar. The operator answers all incoming calls from inside and outside the hotel in a friendly and caring way, following Kempinski and LQA (Leading Quality Assurance) standards. Success is measured by LQA audit scores of 85% and above, customer satisfaction ratings of 5 or higher, a well-maintained telephone system and up-to-date telephone lists.

Key responsibilities

• Answer all incoming calls and connect them to the right extension efficiently and courteously.
• Write down guest messages accurately and deliver them promptly.
• Handle guest requests for DND (Do Not Disturb) and confidential status, and personal wakeup calls for guests, as well as automatic wakeup calls for group and crew guests.
• Answer guest questions and requests, provide information or assistance, and refer matters to the right person when needed, including complaints.
• In emergencies, act as the hotel's communication centre and handle all communications.
• Record every domestic direct dial (DDD) and international direct dial (IDD) call.
• Coordinate with the front office reception so that telephone charges are billed and collected from guests.
• Monitor TV channels and the music in outlets and public areas to ensure smooth operation.
• Stay informed about the telephone directory, new and leaving staff, emergency procedures, special promotions and general hotel product knowledge.
• Keep the working area tidy at all times.